"User adoption is pivotal when implementing Microsoft Dynamics CRM
within your organization. A key component to turning your CRM
implementation into a successful investment is by providing timely post
go-live and on-going support in a manner that reassures your users that
the system will be properly supported. Support could range from
training, user feedback, suggestions, enhancement requests, technical
issues, bugs, reporting requests, etc.
It’s best to have a solid plan in place, whether that’s using an
existing I.T. ticketing system or having dedicated staff. But the
reality is that many companies don’t have the time and/or resources to
put something in place until after the first critical user adoption
period has passed. If users don’t adopt to the system initially, it
makes it much harder to get them on board later on.
One way to show your users that they’ll have the support they need is
by creating your own internal CRM support entity. Having an entity
dedicated to CRM support allows you to quickly implement, manage and
maintain CRM support requests so that user adoption does not suffer, and
your data quality remains high. Below is a quick and easy method to
implement a custom CRM support entity. These steps assume you are
somewhat comfortable with customizing entities and forms."